Michelle Maclean Email & Phone Number

Halifax, Nova Scotia, Canada

Halifax, Nova Scotia, Canada

Halifax, Canada Area

RBCITS (RBC Investor & Treasury Services), Halifax NSClient Manager, Client Services, RBC Investor & Treasury Services 2007 – PresentClient manager and primary custody-specialist contact for high-profile corporate and governmental clients in Atlantic region. Senior representative supporting financial statements, cash management, and client service delivery.• Supported development and maintenance of high-performance culture for region, contributing on delivery of highest client satisfaction scores in Canada.• Assisted with sales process, increasing retention and new business by identifying opportunities for cross-selling products and services to clients, satisfying customer expectations.• Led and maintained service-review program, achieving highest standards in country with results of 4.5 out of 5 for all clients, including top-tier clients.• Conducted process-review projects with clients, in collaboration with specialists, analysing business activities related to custody and investments, ensuring development of client-driven solutions for meeting financial needs.• Assisted in review and analysis for profitability of clients, recommending and implementing measures or closing gaps. Ensured fiscal win / win for clients and RBCITS.• Coordinated and consulted with Compliance and Risk Teams, reviewing and producing contracts, guaranteeing operational adherence with Trust / Custody agreements.

Halifax, Canada Area

Manager, Client Services, RBC Dexia Investor Services 2003 – 2007Managed team of 3 client service managers. Client manager and primary custody-specialist contact for high-profile corporate and governmental clients. Senior representative supporting financial statements, cash management, and client service delivery. Established relationships with key contacts in client offices and centres of influence (consultants, investment managers, and auditors).• Supervised and coached client service managers, providing superior level of customer service, evidenced by highest service review scores in Canada.• Acted as point-of-escalation for client issues, consulting and guiding team on management of clients, ensuring high-level of customer care. • Completed performance evaluations, supporting individual development and providing team motivation, creating effective client service managers.• Assisted with general operational functions in region, including financial statement production and cash flow, ensuring information was delivered on timely and accurate basis, meeting client-specific service level standards.

Halifax, Canada Area

Client Service Manager, RBC Global Services / Global Securities Services 1993 – 2003Client Service Manager and primary custody-specialist contact for high-profile corporate and governmental clients. Led integration of Montreal Trust clients in 1997 and assisted in retaining market share, including market share transferred from Montreal Trust.• Serviced clients throughout Atlantic region, ensuring timely and accurate delivery of monthly financial statements.• Liaised with Investment Managers, Auditors, Actuaries, and Consultants, providing accurate and timely information for setting up or revising accounts, delivering on customer needs.• Reviewed and implemented new Trust and Custodial Agreements, in consultation with Legal and clients, ensuring adherence with policies and standards.• Moved laterally to Montreal Trust in 1996 (acquired by RBC / Royal Trust in 1997).Additional Positions• Investment Administrator, Royal Trust Investment Counsel• Estate and Trust / SDRSP Administrator• Client Service Representative

Bachelor'S Degree, Psychology

Education record

Education record